Job Description

Hexaware Hiring_Help Desk Manager_Pan India_Immediate Joiner Hexaware Technologies

We are hiring for Immediate joiners for Help Desk Manager Role. Request to share your profile at Sowmyaj@hexaware.com
Location: Mumbai, Pune, Chennai, Noida, Bangalore

Experience: 5 – 6+ years

Key Responsibilities:

Manage and lead a team of remote helpdesk support agents.
Oversee the daily operations of the helpdesk, ensuring efficient and effective resolution of customer issues.
Develop and implement helpdesk policies, procedures, and best practices.
Monitor and analyze helpdesk performance metrics to identify areas for improvement.
Provide training, coaching, and mentoring to helpdesk staff.
Handle escalated customer issues and ensure timely resolution.
Collaborate with other departments to address and resolve technical issues.
Maintain up-to-date knowledge of IT operational and security technologies.
Prepare and present regular reports on helpdesk performance to senior management.
Perform additional duties as assigned by management.
EXPERIENCE

5+ years Experience in IT Helpdesk related role or equivalent combination of experience.
3+ years’ Management or relevant experience (US Based/UK Based Technical Support Process)
Experience with Microsoft 365 administration.
Experience with supporting Microsoft enterprise environment
Proficiency in managing Azure Active Directory (Azure AD).
Knowledge of ticketing systems.
Proficiency with ITSM software and remote troubleshooting tools.
Skill Set Required:

Strong technical knowledge and troubleshooting skills.
Excellent leadership and team management abilities.
Exceptional customer service and communication skills.
Ability to work effectively in a remote environment.
Strong analytical and problem-solving skills.
Role: IT Support – Other
Industry Type: IT Services & Consulting
Department: IT & Information Security
Employment Type: Full Time, Permanent
Role Category: IT Support
Education
UG: B.Sc in Computers, BCA in Computers, B.Tech/B.E. in Computers
PG: MCA in Computers, M.Tech in Computers